Jobs at Boulevard

Build and manage Boulevard’s owned customer community from the ground up, including platform strategy, moderation, engagement, review-site reputation, feedback escalation, and influencer identification. Partner with Support, Product, Education, Paid, and Content teams to turn community insights into action. Track engagement, sentiment, and retention metrics, and occasionally travel for trade shows, brand events, and video shoots.

Own complex technical escalations, support API and developer-environment requests, and partner with Support, Success, Onboarding, and Engineering. Identify supportability issues during development, become a domain expert, and build internal tools, scripts, and automations that improve customer support efficiency. The role also involves documentation, incident pattern analysis, preventative improvements, mentoring, and translating customer-impact concerns into actionable engineering input.

Build and manage revenue enablement programs for Account Executives and the broader revenue organization. Responsibilities include onboarding, sales methodology adoption, skill-gap analysis, AI-supported seller practice, product-launch readiness, playbook development, workshops, coaching, enablement technology management, and performance measurement. The role partners with sales, marketing, product, customer success, and revenue leadership to improve seller productivity, win rates, sales velocity, and quota attainment.

Manage a mid-market portfolio of multi-location customers after onboarding. Drive platform adoption, retention, renewals, account health, and expansion opportunities through structured check-ins, business reviews, and account planning. Build trusted stakeholder relationships, identify risks, translate customer metrics into recommendations, advocate for customer needs internally, and mentor newer customer success managers on complex accounts and escalations.

Own Support Operations across systems, processes, reporting, and strategic initiatives. Administer and optimize Salesforce, Intercom, and Jira; build integrations, workflows, dashboards, automations, and KPI reporting. Partner with Support leadership and Revenue Operations to improve data quality, customer handoffs, change management, and operational scalability. The role requires cross-functional project management, technical aptitude, documentation, and proactive analysis of support trends and performance gaps.

Own Boulevard’s SEO and AEO programs end to end, including technical SEO, content optimization, structured data, keyword and intent research, AI-answer visibility, dashboards, attribution, and organic pipeline growth. Partner cross-functionally with Content, Web/Engineering, Marketing Operations, Analytics, Product Marketing, and Growth. Monitor rankings, AI citations, referral traffic, and MQLs while improving automation and AI-supported content workflows.

Reviews and underwrites new merchant applications for KYC, AML, card-brand, processor, and regulatory compliance. Analyzes flagged transactions, merchant histories, and payment-processing statements to assess risk and recommend approvals or limits. Supports fraud detection and risk-management improvements, handles payment-related inquiries and escalations, and collaborates with internal teams and external partners.

Build Boulevard’s Product Intelligence function by developing product data foundations, pipelines, dashboards, experimentation practices, and customer behavior models. Partner with Product, Engineering, and leadership to deliver actionable insights, self-serve analytics, and productionized models. Establish scalable processes, instrumentation standards, statistical workflows, and data-driven decision-making across the organization.

Own and scale Boulevard’s go-to-market automation engine across Salesforce, Clay, LeanData, Gong, Outreach, and related systems. Build AI-driven enrichment, personalization, routing, lifecycle, call-insight, monitoring, and error-handling workflows. Partner with Sales Ops, Marketing Ops, Revenue Enablement, and Analytics to improve seller productivity, data quality, reporting, coaching, and pipeline generation. Document processes and identify automation opportunities that reduce manual work and support scalable revenue growth.

Leads 8–12 Onboarding Specialists serving SMB customers, owning activation velocity, forecasting accuracy, portfolio health, risk mitigation, coaching, and customer readiness. The role manages onboarding operations, reviews performance data and Gong calls, improves processes, coordinates cross-functional handoffs, supports capacity planning, and escalates customer risks. Success is measured by activation speed, forecast accuracy, CSAT, backlog reduction, milestone completion, and team development.

Own the end-to-end vision and roadmap for Boulevard's AI Receptionist. Define how AI handles voice and text client interactions, design handoffs to humans, set success metrics (autonomous resolution, CSAT, adoption, retention), drive business outcomes and pricing, gather deep customer insight from self-care businesses, and lead cross-functional teams to deliver trustworthy, high-quality AI conversational experiences.

Lead the commerce product experience for Boulevard, owning end-to-end transaction flows and scaling payments and reporting for multi-location and franchise customers. Partner closely with engineering and design, use data and customer insight to measure outcomes, reduce friction, and prioritize impactful work. Influence cross-functional teams, drive decision-making in ambiguous contexts, and incorporate AI tools to accelerate discovery and execution.